Ramesh Gandi

About Ramesh Gandi

Accomplished Aftersales, Customer Care and CX professional with 20+ years of experience…

Experience

1. Customer Care and Experience Lead - Asia Pacific Region

   Stellantis

   Apr 2021 — Present · Mumbai, IN

   Leveraging various channels for feedback (NPS survey, Syndicate Surveys, social media, and Call Centers) to drive better customer understanding and experience improvement prioritization along the Customer Journey. Responsible for implementing the Network Operating Standards for all the brands in the Region incl content localization, training, implementation, and audits/action plan process. Responsible to launch the CX survey platform in the Region to measure/monitor/drive the Sales & Aftersales NPS of the brands, Countries and Region. Commercial Policy Management (Sales & Service Quality) includes define the guidelines and successful execution of the Policy programs in the markets Responsible for the gap analysis of the Sales and Aftersales syndicate surveys and make the action plans /best practices to enhance the Customer Journey processes and CX. Support/coordinate with NSC’s for process improvement consultations and implementations for high impact dealers Acting as a bridge between the sales and aftersales activities that impact customer retention, customer experience, and ultimately repurchase loyalty Responsible for Customer Care activities in the Region including Call Centers, Top Care, Social listening, and Connected Services support. Set the standard processes for Call center operations (Inbound, Outbound, RFI/Complaints, Survey, and Connected services) across IAP region Launch, manage and drive connected services support activities – E-call, B-call, Stolen Vehicle, Customer onboarding, subscription management and technical support activities. Product feedback to the internal quality teams - VOC feedback collected through Call Center, CX surveys, social media, RSA etc. Digitizing the Aftersales Customer Journey touchpoints – Appointment to Handover process. Business lead for CRM Case Management, CX Platform survey tools development/launch in the markets.

Education

• Govt. Polytechnic College

  Diploma

  1997 — 2000

• JNTU, Hyderabad

  Bachelor of Technology (B.Tech.)

  2004 — 2008

Skills

• Automotive
• Service Processes
• Negotiation
• Vehicles
• Customer Relations
• Warranty
• Customer Satisfaction
• Network Development
• Customer Support
• Customer Service
• Service Quality
• Automobile
• Csi
• Management
• Process Improvement
• Continuous Improvement
• Team Management
• Dealer Management
• Business Strategy